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Area Manager - Branch Operations

Chandigarh, Punjab

Ujjivan Financial Services Pvt. Ltd.

Job Description

Oversee branch operations and ensure regulatory and process compliance of the cluster
Accountable for day to day operational and administrative activities in the branches which include coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping
Monitor performance of branch operations
Provide guidance and regular updates on operations related topics
Accountable for coordination of audits and closure of audit findings within timelines


Accountable for overall control of branch operations and administration
Ensure adherence to operations budgets for the cluster
Variances against budgets should be reported on a periodic basis to the Regional Manager Branch Operations
Ensure product awareness among operations team to enable them to handle a walk in customer
Guide operations team to cross-sell Ujjivan's products to walk-in customers


Ensure branch team treat customers in a courteous manner
Ensure branch team assist/educate customers to use ATMs and other channels
Ensure TAT adherence for all branches transactions, grievance redressal and customer queries

Internal Process:

Accountable for back end operations of the cluster
Adherence to TAT and SLAs for all operations activities
Accountable for accurate cash management and tallying of accounts in the system with the help of tellers and assistant branch managers; ensure compliance of end of day branches reconciliation
Oversee maintenance of overall branches ambience/ infrastructure as per HO / RO guidelines
Oversee branches administration activities including coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping
Oversee ATM operations, cash loading into on-site ATMs and escalate to Regional ATM executives/Vendors for ATM downtime at respective cluster
Ensure process level compliance through accurate document collection from customers and adherence to RBI regulations around KYC, AML, operational risk, customer service, etc. for branch operations
Monitor 100% regulatory and process compliance reporting of branches in his/her cluster
Review the ORM report from branches on branch level compliance
Collate branch level risk and compliance reporting for cluster and report to Regional ORM & Compliance manager as per timelines
Process level Gaps/Issues/Audit findings Accountable for the timely follow-up and closure of issues raised in Audit and design action plan for minimizing similar lapses

Learning & Performance:

Train the branch operations team on new processes/systems for account opening, cash transactions etc., other operational procedures, cash management, guidelines related to systems and processes and create an environment of continuous learning and improvement
Develop an action plan/ improvement program for identified low performance branches to ensure higher process compliance
Schedule training programme for operations functions of low performance branches
Ensure that the Branch Operations team maintain the highest standards of professional conduct, ethics, integrity, and control in execution of all their daily operations
Manage the team; including target setting and monitoring performance against the defined goals/ metrics and take corrective action wherever required
Ensure adherence to training man-days/ mandatory training programs for self and reportees
Ensure, midyear -review and annual appraisal process is completed within timelines for self and reportees.

Company Description

There were many microfinance institutions active in rural India, but very few served... India’s urban population. To bridge this gap, Ujjivan focused on the urban poor. This is a fast growing segment that is relatively new to India’s microfinance industry. Our surveys and interaction with the urban poor show that they are exposed to enormous contingencies and are required to share their meagre resources with neighbors, friends, relatives and colleagues. Hence, there is a tremendous amount of bonding and affinity among them. We have also found that, contrary to popular belief, the urban poor are a stable population. Therefore, the significant difference between the urban and rural population is the lack of time and availability of space in cities.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between five and ten years
Compulsory Education
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